Job Title

Overview: We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email, addressing a variety of issues, while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts. Required Skills and Experience:Exceptional communication and customer service skillsOwns a laptop and has a designated workspace at homeStrong affinity for technology and applicationsProficiency in written and verbal English and FrenchAvailability to work one weekend day and overtime if necessaryExperience with Microsoft OfficeResourceful, self-starter and self-motivatedProblem solver, thinking quickly and creatively to resolve issues.Adaptable and quick to learn new systems and processes in dynamic work environments. Preferred Skills and Experience:Experience in loyalty programs, including guest handlingBackground in analytics, technology, live chat, phone lines, or IVRCertificate or diploma preferred ResponsibilitiesAnswering guest care tickets via email or social media.Resolving an average of 300 tickets per weekOffering solutions and following up to ensure resolution of guest requestsIdentifying high risk complaints and escalating through the appropriate procedure to supervisors.Adhering to guidelines, escalation procedures, and tagging system.Meeting performance metrics as productivity, quality, reply time and customer satisfaction.